Names is not a meta data table so the AR System server
should not really care about that entry if you are using the cmdbdriver to
create that form.
Is this a test system? If not you may just be better off trying to
reinstall.
Joe
--
*From:* Charles Baldi
This is a result of the goofy way that status (or other) values are handled
in the ITSM apps. In addition to adding your entry, you also need to update
the CTM:CFG-ApplicationPreferences form, and modify the attributes on the
appropriate hidden status fields to also add your new search name and
Is it possible that this user does not have permissions to run active links
on the form that are setting the data? Or perhaps no permissions on the
field used in the qual of the first erroring AL. The first error should
indicate which AL it is coming from. Look to see what field it is using in
.
So, not a trivial solution but we have a plan. Thanks to those who helped.
Regards,
Chuck Baldi
On Mon, Jul 20, 2009 at 4:43 PM, Charles Baldi charles.ba...@gmail.comwrote:
This is a development system, but we are prepping for an Asset install into
production, which has the identical
that there weren't more obvious operational failures.
Chuck
On Wed, Jul 29, 2009 at 4:23 PM, Howard Richter hbr4...@gmail.com wrote:
** All I can say is ouch. Could it been the order that items were
installed in?
Sent from Howard Richter's iPhone
On Jul 29, 2009, at 2:45 PM, Charles Baldi
in?
Sent from Howard Richter's iPhone
On Jul 29, 2009, at 2:45 PM, Charles Baldi charles.ba...@gmail.com
wrote:
** An update. Apparently there were some fundamental errors during the
original install of Incident that were not caught and corrected by that
team. These errors were specifically
Some other workflow is calling the PERFORM-ACTION-ACTIVE-LINK run process
command. In the ITSM apps, this usually happens from one of several visible
buttons to a common hidden button to drive workflow. There are lots of
hidden buttons that are pressed this way.
Regards,
Chuck Baldi
On Wed,
Christine,
A couple of thoughts for you. First, you do need a Run If qualification in
the escalation. Otherwise your action (create a record) will occur for
every record in the form. This will quickly generate more records that you
want. What is your criteria for creating the change record? I
Raj,
You can do this a couple different ways, depending on which data objects you
want to reload. You CAN delete foundation data by hand but you need to
watch out for dependent forms that get populated by workflow but don't
cascade delete. I don't have my notes nearby from when I did this before
Hi Joe,
When I have done this it was not too painful. There were not too many
dependencies on delete, except for maybe Company. And loading the same info
back in tends to highlight things that were not cleaned up. This was useful
for us when validating the data load templates we were using.
We have implemented a reasonably complicated flow of tasks to support
various change templates in CM 7.0.3. The flow of tasks is controlled by
answers to questions that are asked up front. Fairly regularly users are
coming to us saying that they made a mistake with their question, can we
please
(ARSList) [mailto:
arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent:* Tuesday, August 25, 2009 12:44 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Reactivating bypassed Tasks? (ITSM 7.x)
**
We have implemented a reasonably complicated flow of tasks to support
various change templates in CM
Hello,
Has anyone used rrrchive to synchronize one ARS database with another, but
not delete records on the target database? I want to use SYNCTOTARGET to
get updated records, but I don't want to delete any records on the target
database.
I am trying to come up with a way to migrate a full ITSM
I'm assuming that you are on ITSM 7.x. I'm sure that the answer will be
different for 6.x or earlier.
What you can do is create your own translate filter to do this. We added
one to translate #TIMESTAMP# into the actual timestamp, but you could come
up with your own tag, like #MODTIME#, and
Misi,
Thanks for your help on this. What I am trying to do is migrate from one
production database to another. We have an existing prod server that has a
broken installation. In order to install Asset Management we need to
perform a re-install into a new prod. The new installed db has
We have occasionally blocked copy-to-new in ITSM apps when we have added
many custom fields and did not have the opportunity to add those to the
copying workflow. However if there is no need to block it, the we just
leave it alone as it can be useful. The choice will depend on what a copy
means
Do you have your Crystal Reports or Business Objects server configured
properly? Did this ever work in the past?
On Thu, Sep 3, 2009 at 11:42 AM, Parker, Lawrence T
lawrence.par...@nmci-isf.com wrote:
Hi,
We see the below trying to run reports from Mid Tier. The BMC
documentation and
If NULL is a valid value then you will need to test for it explicitly. Your
qualification will be undefined if your field is NULL which will result in
that clause being FALSE. See the NULL value, relational Algebra section
of the Workflow Objects guide. Your qualification should be more like:
)
[mailto:arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent:* Monday, September 28, 2009 3:23 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Stumped - Need some fresh eyes
**
If NULL is a valid value then you will need to test for it
explicitly. Your qualification will be undefined if your field
Hello all,
I am trying to do is build an AR Report using the ReportCreator form and
have the user run it from the Reports console (accessed from the ITSM apps)
or from the ReportSelection form. I have created a report OK and specified
a qualification, but whenever I run the report the
I think that ReportedDate has workflow that sets it based on Reported
Source. I don't know if that gets called via the interface create form
or not but it is a place to look.
Regards,
Chuck Baldi
On 10/16/09, Ramey, Anne anne.ra...@its.nc.gov wrote:
I'm seeing an issue where sometimes, when a
We have seen this when copying files from one environment to another. To
correct it we have had to reset the Mid-Tier Administrator Password (in
Server Information, Connection Settings tab) then redefine the AR Server
Settings in the Mid-Tier configs (even if the passwords are the same).
or the Report Console. Note, to run it from the Report Console you need to
find the record in the Report form and give it Categories (menu hierarchy).
Again, we are using ITSM 7.0.3 p8 on ARS 7.1 p7
Hope this is useful to someone.
Regards,
Chuck Baldi
On Wed, Oct 7, 2009 at 11:54 AM, Charles Baldi
All,
For anyone who is using the Task Flow engine in Change Management in more
than a trivial way, you may have encountered bugs that prevent a built flow
from behaving as expected. We did. After several unhelpful and
time-wasting discussions with BMC support, we tracked-down and fixed a
handful
. Seems to me all the Task management
module code needs to be reviewed and clean up.
Guillaume
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Charles
Baldi
Sent: Mon 10/26/09 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Task Flow bugs corrected
I have not seen this specific problem but I have noticed behavior that may
point you in the right direction. When the WUT opens an attachment it is
first extracted to a Windows temp folder, and then run from there. There
may be something peculiar with the temp folder or permissions that is
I have seen this sort of thing happen when you make code changes in
production with Development Cache Mode off. Note that there are some apps
which cause this to happen, the worst offender seems to be Service Level
Management but I don't know if RKM does this. This problem was quite severe
under
Misi,
It has been a little while since I looked at that workflow but what you have
looks correct. But wouldn't your set of viaTIL License Type = Fixed if
you were going to swap the type?
Looks like a useful tool.
Regards,
Chuck Baldi
On Thu, Dec 3, 2009 at 11:55 AM, Misi Mladoniczky
Rick,
I don't know if it is a known issue but I have seen it working correctly
under CM 7.0.3 p8. We don't use that part of the approval flow here but if
I use it it works.
Regards,
Chuck Baldi
On Mon, Jan 11, 2010 at 1:58 PM, Rick Cook remedyr...@gmail.com wrote:
** I have CM 7.0.3 P9, and
Your AL needs to fire on Display because that is when the data is
available. Window Open happens before your data is loaded.
Regards,
Chuck Baldi
On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A marc...@cpchem.comwrote:
Needs help figuring out why an AL is not firing.
I have an AL that
Make sure you are not on 64-bit Windows as the ODBC driver is 32-bit only.
On Wed, Jan 20, 2010 at 4:53 PM, David Levenseller
davidlevensel...@mail.und.nodak.edu wrote:
**
Hello,
Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I
was able to get it installed ok but I
Setting the ITSM WorkLog to default to Locked is notoriously difficult.
There is OOB workflow that wants to force Locked to be No regardless of
the user's choice. What we did to accomplish this is:
1. Set the default to the Locked field (z1D_Secure_Log) to Yes on
HPD:Help Desk, or wherever.
2.
Can you explain more about what you want to do?
If you only want a one-time synch, say from production to development, then
RRRChive is a quick-and-dirty way to go. However if you want to maintain
the synchronization of attributes over time then you really want to use
something like AIE to do
I had to do this through customization. In my case I chose to us a dynamic
group because I had to control access to specific fields in an Incident. If
you want to control access to the whole Incident you will need to convert
the Support Group ID into an ARS group id (people permission groups
Another thought...if their interface is through the AR Java plugin, can you
install the AR Java plugin on another compatible box?
On Thu, Feb 4, 2010 at 2:55 PM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:
Offhand question... Can you fool the client using Windows Program
Maybe you could save the selected list of approvers and then have a Next
Approver rule that queries the appropriate field. Then the system would
think that the approver was added through the process rather than ad-hoc. I
have not done this myself it it is worth a try and may be easier than
With AIE you can do the first two easily.
On Wed, Feb 17, 2010 at 2:28 PM, Jase Brandon jasebran...@gmail.com wrote:
** Hello All,
I have been requested to create workflow so that on import I can accomplish
two things with CI's:
1) Create relationships to existing CI's on import.
2) Create
Kelly,
That is a great write-up -- wish I had seen it earlier. Though it does
leave out the process flow changes that you would do in 7.0x using the form
Process Flow Structure Setup. If you want to use the process status flow
bar to set your new status reasons, then this needs to be updated as
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Tuesday, March 02, 2010 11:14
It comes out in the sort order defined for the form.
Regards,
Chuck Baldi
On Mon, Mar 8, 2010 at 10:59 AM, Mayfield, Andy L.
almay...@southernco.com wrote:
When performing a Set Field action from an AL, I have it set to if multiple
requests match - Display a List. Is there a way to dictate
Hey Howard, how are you doing?
The key form to look at is the Process Flow Structure Setup. It
lets you define or modify the flow for each application. I was able
to successfully add things like Pending status reasons and the like.
To add selections that trigger workflow (like Next Stage) is
If you are trying to trigger ALs from an escalation, that won't work. What
you need to do (or what I would do) is create a filter that duplicates the
action of the OOB active links. You can then set this to fire on Modify and
even check to see if the address field is empty first.
Regards,
Chuck
You need to have the integration with Crystal Reports server or
Business Objects server setup to view reports over the web interface.
The report location is one of the parameters in that configuration.
This is done from the Mid-Tier configuration pages.
Regards,
Chuck Baldi
On Mon, Mar 22, 2010
What version of ITSM do you have (not ARS)? There was a bug in an
earlier release of 7.0.3 that was fixed in one of the patches (patch 4
I think). Other than that, this error usually means that you do not
have configurations that map the Request selections to proper Incident
defaults. Turn on
You loop to the next record by processing all the workflow in your
guide. Just have a loop counter keep track of your 1st, 2nd or 3rd
time through and use that to select the appropriate attachment.
Regards,
Chuck Baldi
On Mon, Apr 12, 2010 at 9:17 PM, Remedy Guy remedy2...@hotmail.com wrote:
I'm not sure why, but we had to use an Active Link to set a customQual to do
this in the past.
On Tue, Apr 20, 2010 at 12:02 PM, mathew thomas
tinu_m_tho...@yahoo.co.inwrote:
**
Hello Remedy Users,
I am trying to use the Remedy Data Visulization Field to display some
Remedy Reports.
When
You might try doing the migration in two steps: just the forms first,
and then the data. This would let you verify the forms as Rick says
before you shove in the data. If you can, I would recommend using
RRRChive to move your regular forms as it handles data very well.
Regards,
Chuck Baldi
On
Hey Howard,
I wouldn't try using Migrator to move Asset/CI data, but you should be
able to do that with a straight ARImport if all you need to do is
create new records. Or if you have the time, AIE will let you handle
relationships easier--using ARImport for that is a multi-step process.
Chuck
Can you display the form in search mode--i.e., without showing any data?
On Tue, Jun 8, 2010 at 11:19 AM, Martin, Dwayne marti...@jmu.edu wrote:
**
Dear List,
We have a form that hangs whenever we try to display a record, and we have
to kill the WUT. Neither the Active Link, filter, sql
field, like to add a column, the Admin tool will barf again
because it will have expanded the qual with the extra spaces again so that
it exceeds the 4k limit. Saving a copy avoids having to remove all the
spaces again.
Thanks again,
Chuck Baldi
On Thu, Feb 12, 2009 at 9:22 AM, Charles Baldi
?
Howard
On Fri, Feb 13, 2009 at 9:45 AM, Charles Baldi charles.ba...@gmail.comwrote:
**
All,
I was able to update the table query in question. Here is what I did:
1. Downgraded my Admin tool to 7.1 patch 3 (thanks Conny). This allows
creation of qualification strings up to 4k (4096
Joe,
Now it sounds like you are talking dog years :-)
Chuck
On Tue, Feb 24, 2009 at 12:39 PM, Joe DeSouza joe_rem...@yahoo.com wrote:
**
In a very strict sense, it depends.. What if there was an independent
consultant working on 4 different projects over those years all involving
version 7
I'm not sure if this is related to your problem or not, but we had Data Load
jobs get stuck In Progress and had to be killed to clear. The problem
turned out to be that the admin user we were running the job with (e.g.,
Demo) did not have the proper ITSM config/admin foundation priviliges to
Michael,
You should not need to go through those hoops. It sounds like the
Multitenancy configuration in ITSM 7 will work for you. You create multiple
companies as you say, but no need for multiple People forms. Each person
record belongs to a single company (whichever), then you grant explicit
LJ,
You could do something similar to the way the current Data Load Tool handles
validation and promotion:
- write a command value to a field to flag the process start
- have an escalation do the work (or you can figure out how to send a CAI
message to kick it off :-)
- pop-up a small window
Shafqat,
I have not been able to find any documentation either, but I have done some
testing. The important info is which settings cause workflow to fire. Here
is what I have found:
Duplicate of / Original of -- These work together in a parent/child sort-of
relationship. The original is
The Netcool Gateway has its different binaries for different versions of
Remedy. The NCG readme explains which binaries to use for the specific
Remedy versions. When you upgrade Remedy, you need to change the Netcool
Gateway to use the proper binaries.
Regards,
Chuck Baldi
On Thu, Mar 19, 2009
Could that user be logging-in to the server via IP number rather than server
name? The flashboard authentication uses the user and server info from the
client login. I have seen this error when user was logging-in via IP number
when the FB/Midtier only knew about server names.
Regards,
Chuck
Another common source for this type of error is that there is no assignment
rule for the created Incident. The error text in the event that Eli points
to should tell you what is going on.
Regards,
Chuck Baldi
On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling
eli.schill...@thecreek.comwrote:
**
...@phaseforward.com wrote:
**
Since the incident was created no info is found. The entry is there
because of the error, but no event exists.
--
*From:* Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent
I have seen this happen when the user does *not* have a Report Server
defined in their profile. I'm not sure what triggers this, but putting a
server name there as gotten rid of this error.
Tools -- Options -- Advanced -- Report Server
I'd like to know what your solution is, if this is not your
Howard,
If you email the wsdl file to me off-line I will take a look. This may be
related to an error we were seeing here at our current customer site. Since
our network is not on the Internet, we could not load a default wsdl without
removing/adapting the URIs that were referencing external
If the field is a menu you won't see it in the list. Try exporting the form
and searching for the field ID.
Regards,
Chuck Baldi
On Fri, Apr 10, 2009 at 9:36 AM, Mark Lev mark@rightstarsystems.comwrote:
Good Morning all.
I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form:
Are all the fields in question in the view that is used on the Web? Some
actions will work in the WUT when the fields are not in the view but not on
the web.
Regards,
Chuck Baldi
On Sat, Apr 18, 2009 at 2:13 PM, Mahesh Chandra mchand...@gmail.com wrote:
** Have you cleared the mid-tier cache
You would be better off understanding the out of box way, rather than create
or own way (IMHO). You attach Task or Task Group templates by specifying
them in a Change Template. You can automate the attachment of a Change
Template by shoving its Instance ID into the Template ID field of
A couple of approaches:
1. Create a join form that shows these Tasks, then run the escalation
against that. All the head-bending work is in creating the join.
2. Do it with two escalations. The first goes through the tasks (based on
Create Date so you don't scan the whole mess) and clears
Also, the Windows OS needs to be 32-bit for the ODBC driver to function.
Make sure they are not using 64-bit Vista or something.
Regards,
Chuck Baldi
On Thu, Apr 30, 2009 at 12:23 PM, Lammey, Peter A.
peter.a.lam...@espn.comwrote:
** It sounds like an issue with the Remedy User client and how
In my experience this works fine and can simplify your assignment rules.
The only trouble might arise is if you have exceptions to your general
rule. You may still get the general rule firing instead of your more
specific rule. Others have commented on this behavior too.
Regards,
Chuck Baldi
Frederick is correct, you use the field ID in the format he states. There
are OOB menus that use direct SQL that you can use as a model. One such (in
Change Management 7.0.3) is SYS:MNU:ChangeTimingReason-S.
Regards,
Chuck Baldi
On Mon, May 11, 2009 at 12:25 PM, Grooms, Frederick W
Anne,
This is the SLM targets/measurements/slas, etc. BRIE handles the SLM
calculations.
Regards,
Chuck Baldi
On Thu, May 14, 2009 at 11:46 AM, Ramey, Anne anne.ra...@its.nc.gov wrote:
I'm getting:
Thu May 14 11:23:06 2009 BRIE : Message not in catalog; Message number =
4503 (
ARAPPERR
only
by an authorized State Official.*
*From:* Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent:* Thursday, May 14, 2009 11:53 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Possibly spam: Re: AR Server crashes while copying
Does anyone know how to customize the information displayed in the Task Flow
Viewer form? Specifically the fields which are displayed when you
hover-over a task icon in the flow. There is a field that displays below
status which we want to hide (because it shows confusing information).
Anyone
Bruce,
I have not used it much but I think what you do is put the manager's name in
the Manager's Name+ field of their subordinates' People records. You
don't identify someone *as* a manager but you identify managers of People
records. It does make identifying all the managers more tricky.
You can use a Set Fields instead of Push Fields. Set Fields will run in
Phase 1.
On Fri, Jun 12, 2009 at 2:42 PM, Dwayne Martin marti...@jmu.edu wrote:
Dear List,
I have three forms: Main Form, Subfile Form and Info Form.
On Submit, Main Form goes to Info Form to get a list of names for
Hello all,
We have put URL text into the Notes field of the Task template to reference
various checklist documents that a task assignee should work with. The
customer has noticed that when viewing the resultant task in the Windows
client, the URL text is displayed as a hyperlink and when clicked
at 10:22 AM, Charles Baldi cba...@ieee.org wrote:
**
Hello all,
We have put URL text into the Notes field of the Task template to
reference various checklist documents that a task assignee should work
with. The customer has noticed that when viewing the resultant task in the
Windows client
: |
|
--|
|Charles Baldi charles.ba...@gmail.com
System discussion list(ARSList) [mailto:
arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent:* Monday, June 29, 2009 10:14 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Display URL as hyperlink in Mid-Tier just as in Windows
client
** Thanks, I just saw the KB article myself.
On Mon, Jun
Hello list,
We have been asked to install Asset Management into an existing
configuration that already has Incident, Problem, and Change. Our current
configs are:
ARS 1.7 p005
Incident/Problem/Change 7.0.03, p008
Windows 2003 server
SQL Server 2005
We are opening an issue with BMC to get some
] *On Behalf Of *Charles Baldi
*Sent:* Thursday, July 16, 2009 12:43 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Install Asset onto a working Incident/Problem/Change system?
**
Hello list,
We have been asked to install Asset Management into an existing
configuration that already has Incident
To get the value of a field to show up on the Overview Console, you need to
add a data record to the SHR:ARDBCFields form for each application from
which you want to display the data (Incident, Change, Task, etc.) Look at
the existing records as amodel. You must restart the ARServer (or at least
/
*From:* Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] *On Behalf Of *Charles Baldi
*Sent:* Thursday, July 16, 2009 1:12 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Install Asset onto a working Incident/Problem/Change
system?
**
To clarify, we do have CMDB
the route to clear those entries, I would suggest that you
take a backup of these entries and then delete them just in case you need to
revert.
Joe
--
*From:* Charles Baldi charles.ba...@gmail.com
*To:* arslist@ARSLIST.ORG
*Sent:* Monday, July 20, 2009 1:17:54 PM
to create the form.
Chuck
On Mon, Jul 20, 2009 at 2:52 PM, Joe DeSouza joe_rem...@yahoo.com wrote:
**
And manually importing these fails too?
Joe
--
*From:* Charles Baldi charles.ba...@gmail.com
*To:* arslist@ARSLIST.ORG
*Sent:* Monday, July 20, 2009 1:43:15
The SHR:Schema Names form already had an entry, but the arschema table does
not.
On Mon, Jul 20, 2009 at 4:14 PM, Joe DeSouza joe_rem...@yahoo.com wrote:
**
Does the arschema table have an entry for it already?
Joe
--
*From:* Charles Baldi charles.ba
Hello listers,
We have installed ARS 7.1 with ITSM 7.0.3. We are building the QA and Prod
environments with multiple ARServers and multiple Mid-Tiers. We currently
have a load balancer in front of the Mid Tier servers but do not have one
between the Mid Tier and ARServers. We have been having
Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Wed, Sep 10, 2008 at 1:58 PM, Charles Baldi [EMAIL PROTECTED] wrote:
**
Hello listers,
We have installed ARS 7.1
Hello listers,
Is anyone else having trouble getting to BMC Support website? I was getting
long delays and javascript errors, and now I'm getting 500 errors. I'm just
wondering if it is the access from my customer site or if it is on BMC's
side.
Regards,
Chuck Baldi
Hello listers,
I have modified several fields on HPD:Help Desk to have only permissions of
a dynamic group that I have added to the form. This is to restrict access
to these fields based on operational category values, or give Public access
otherwise. This works fine--so far so good. However,
If you are referring to the Print button report then I have recently
encountered this. This report (Help Desk (English) for an Incident) does
not run directly against HPD:Help Desk but instead runs against
HPD:HelpDeskPeopleReportJoin which joins help desk and CTM:People. The join
criteria is
And don't try to use it in production. Still significant performance
impacts. We have QA and production environments that are identical except
that QA is all VMs and Prod is native OS. Prod performance screams while QA
is unacceptably sluggish (if it wer a production system).
Regards,
Chuck
As far as I know, you will need to re-import (or re-create) the monitor CI
as the appropriate class and delete the one mistakenly created as a
ComputerSystem.
You should also investigate how the Monitor got created as a ComputerSystem
in the first place.
Regards,
Chuck Baldi
On Wed, Dec 10,
What patch level are you on for ITSM? This was a bug (I think in 7.0.3)
that was fixed in one of the patches.
Regards,
Chuck Baldi
On Wed, Dec 10, 2008 at 11:42 AM, Edward Womack [EMAIL PROTECTED] wrote:
** Hello Listers
I am working in a Microsoft 2003, SQL 2005, ARS 7.1, ITSM 7.03
Joe,
BMC provided an updated DLL for the Admin tool that fixed the timouts trying
to do Sync Search Database with 7.1.0 p 3/4. They said it was in the patch
4 of the admin tool but it was not there. We had to replace the DLL to fix
the problem. I can dig it up and email it to you if you can't
If you install the help files for CMDB, they include detailed information on
the data model, including the purpose of each class and attribute. This is
very helpful when trying to map CI types to existing classes.
Regards,
Chuck Baldi
On Fri, Jan 16, 2009 at 11:02 AM, SCOTT PHILBEN
The OOB workflow first checks to see if an assignment rule is in the
CFG:Assignment form (Event=Incident Owner). If not, then it chooses a
default based on the submitter/assigned group rules.
Regards,
Chuck Baldi
On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote:
Hi,
Tripathi ars_l...@yahoo.com wrote:
Charles,
A review of Incidents on my system supports your
statement.
Did I miss this statement anywhere in the manuals, or
do you know this from experience/code review?
Anyway, thank you.
--- Charles Baldi charles.ba...@gmail.com wrote:
The OOB workflow
Sorry for the silly question, but did you rebuild your Data Source after you
added the field to HPD:Help Desk?
Chuck
On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau
timothy.rond...@phaseforward.com wrote:
Hi All,
More sla questions. So I basically went through the docs again and found
To your first question, your observation is correct. The order of Owner
assignment appears to be:
1. If user has entered a value for Owner, use it
2. If there is an Owner rule in CFG:Assignment, use it
3. Use default Owner rules based on submitter, assigned group, etc.
To your second
The only functional significance I am aware of is the Help Desk role is used
to set an Incident Owner if an owner assignment rule is not present. See
the Inc User guide in the section on Understanding incident ownership.
As far as I can tell the other roles are informational. I would be
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